Network Support

Job Description

This role will Provide Point of Sale technology support both internally to the Employee Response Center and externally to both Client’s stores and to the company’s technology vendors. Manage daily processes vital to improve the availability of technical systems used to support client store functions.

• Must have superb communication skills – both verbal and written.
• Must be comfortable with Windows and Microsoft Office products.
• Will be required to meet or exceed production standards.
• The ability to optimally and grittily advise the actions of store employees to resolve problems.
• Ability to multi-task while taking calls and must be diligent and detail oriented
• Ability to work in close proximity with co-workers and other resolver groups.

Qualifications

• Proficient in networking Skills IP addressing, Static versus dynamic IP assignment
• Solving routers operating on primary and backup networks
• Solving various types of switches and networks
• Satellite internet devices including In Door Units (IDU), cabling, and outside hardware
• Windows 8 and Linux support
• Remote support of Linux based cash registers, hardware support including installation of registers and peripherals like pin pads and scanners
• Use of SSH and SFTP Linux OS file structure navigation and analysis via command line
• PXE based reimaging
• Understanding of POS application support on Linux and office PC support on Windows including:
• Checking and updating application software versions along with Sending, retrieving and ability to interpret application data files
• Application data file support to various upstream systems generating application data and development team
• Knowledge and experience supporting retail store procedures like:
• Start and end of day filing
• Purchase and return of merchandise and non-merchandise such as prepaid debit and phone cards
• Payment and refund of debit, credit, EBT and cash
• Cashier balancing, cash audit and sales audit
• Hardware replacement procedures for equipment issues not resolve by phone
• Knowledge of SQL queries for application support
• Excellent written and verbal communication skills in English
• Ability to handle difficult callers with minimal customer concern
• Able to quickly understand and apply support documentation
• Perform independent and effective technical self-study on work related tasks
• Learn and apply skills from higher level Team groups (Level 3 support teams, application developers, client supervisors, managers) via chat and email
• Ability to analyze groups of tickets for issue classification and root cause analysis
• Ability to develop documentation for Tier 1 and Tier 2 support groups

Additional Information

• Good customer service experience
• Have exposure in POS hardware/software support
• College or technical degree in related area performed but not limited to Business, CIS or CS
• Certifications desired - A+, Network+, MCP
• Ability to understand the processes required to solve POS register systems
• Detailed computer knowledge in Excel, Word and a CRM system
• Optimally connect with various personalities in a high paced stressed environment.
• Self-motivated and organized